I’m currently working on creating an ETM channel that processes incoming emails. They can have different priorities, typically increasing in severity as time goes on. I need to compare the incoming priority to the one that already exists in the ticket, and if there’s a difference, update it.
Does anyone know of a particular way to achieve this?
Question
Priority Derived - How to Update a Ticket Priority
+1
If you have “record to update” field in the data mapper, then
You can compare the previous values of the current event by using “outbound.self” keyword.
When ETM finds a record via “record to update” field, you can use “outbound.self” to retrieve any value from that record.
For example :
If you want to check the current value on priority of the event, then you can use “outbound.self.priorityDerivedId”
If you are searching for the event by using a “variable assyst search” name “V1”, then you can use the following expression on the field where you want to compare the values,
variables.V1.priorityDerivedId;
*Please note that when you are not searching event from either id or reference, means you are searching by different search criteria such as event status, event type, user reference then there can be more than one search result. In that cases you need to tell the etm which result’s priority should be picked by using [ ]. Hence the expression should be
variables.V1[0].priorityDerivedId;
Expression above will always return the first result’s priority.
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